Level 7

Solved

Cannot download american express transactions to quickbooks.

Forum|Forum|7 years ago
December 11, 2018
7 replies
35 views

Have had trouble in past. Cannot download Amex transactions into QB although other CCs work fine.

Have verified that AMEX download is active (per amex).

Have changed pw and cleared keychain of old pw

Have restarted program and computer

QuickBooks Desktop

Best answer by IntuitBrooks

Amex uses the same log in as you use to log into the web site (at least mine does). Make sure you can log into the American express web site. What version number of QuickBooks Mac do you have?

Select your amex account in the QuickBooks Chart of Accounts window. Choose Edit account. Click on Online settings. Choose disassociate. Now go to banking->Banking set up and set it up again with your log in user name and password (the one that works on the web site).

I

IntuitBrooksAnswer

Level 5

Amex uses the same log in as you use to log into the web site (at least mine does). Make sure you can log into the American express web site. What version number of QuickBooks Mac do you have?

Select your amex account in the QuickBooks Chart of Accounts window. Choose Edit account. Click on Online settings. Choose disassociate. Now go to banking->Banking set up and set it up again with your log in user name and password (the one that works on the web site).

L

LuLu4

It keeps setting up another credit card even after I map it directly. HAve disassociated all and reassociated no avail

AlcaeusF

Level 14

Hello LuLu4,

Thanks for posting in the QuickBooks Community. I want to assist you with connecting the Amex Credit Card account.

Can you share with me what QuickBooks product you're currently using? Are you also using the Amex Open app? Any additional information you could add would be a great help.

I need this information for me to check if there are ongoing investigations with a specific QuickBooks product. If you have time, I encourage you to add a screenshot about the result after connecting to the bank.

I'll be on a lookout for your response on this thread. You can add more details by posting a comment below.

K

KhimG

Level 7

Thanks for coming to the Community for help, @Nick-Ice.

I appreciate you reaching out to our phone and chat support for assistance. We’re receiving high call/chat volume due to tax season, so hold times may be increased.

Now that you’re in the Community, I’ll do everything I can to help you get your most updated transactions in QuickBooks Online.

Just to clarify, did you get any specific error message when downloading transactions? Additional information about this concern will help us look for the right solution in solving the problem.

While most banks allow both nightly downloads and manual updates, American Express has different limitations when downloading transactions. We can manually update to refresh the connection between bank and QBO.

Here’s how:
1. Click Banking from the left pane.
2. Select Update in the upper right of the screen.
3. If prompted, enter your Multi-Factor Authentication (MFA) credentials and select Continue update.

Take a look this article for additional information: How to manually update an account to fix banking errors.

If you get the same result after the manual update, I suggest checking out this article for other recommended troubleshooting steps: Fix online banking errors in QuickBooks Online.

That should do it. Please let me know how it goes. I'll be on a lookout for your response, @Nick-Ice. Take care!

N

Nick-Ice

Hello FYI: that did not fix it -- still won't update. The error message just says that it didn't update and to return to the banking page to fix. Also, I finally talked to someone on the phone (after over an hour) and basically she took me through the same steps you sent and said there was nothing she could do. She quickly got off the phone and said they were swamped with other problems.

Not sure why the customer service line is so bad -- especially when you have such a nice product. FYI: Chat never came up either after over an hour of waiting.

I see you have other people who are having the same issue. Please make it a priority to fix this along with the terrible customer service line and chat service ( not you guys in the community help) -- again your product is too important to businesses to not have better support.

S

sarasabes

I was on chat 2 hours yesterday for another major issue and it was unresolved..now this has come up and I have only been using the program for a week...not impressed so far.

F

fishinswany

I am having the same issue as well QB Online won't download AMEX transactions. Very frustrating.

K

KhimG

Level 7

Hello there, @fishinswany.

Thanks for letting us know you have the same problem when downloading transactions from AMEX to QBO.

As mentioned by my colleagues above, there is currently an open investigation about the connection issue between your bank and QuickBooks.

At this time, we don't have a workaround for you to try. All customers having the same concern are advised to give our Customer Care Team a call to add their account to the list of affected users.

Please have our representative link your case number to INV-23837. An email notification will be sent to you once an update is received.

Here’s how to contact phone support:
1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
2. Choose your QuickBooks Product.
3. Select your QuickBooks version.
4. On the Contact Us page, click a topic.
5. Click on the Get Phone Number button to see the support number.

We appreciate your patience. Please let me know how it goes after contacting them. If you need anything else, leave a reply below. I’ll be here to help. Looking forward to hearing from you soon. Take care!

J

jeaneous

Any updates? I still have nothing since 1/21. I wonder if Fresh Books has these kind of problems? It's the first of the year and wouldn't be hard to switch.

IamjuViel

Level 8

Hello there, @jeaneous.

I understand the impact of any delay in resolving this bank updates concern. Banking related concerns usually require troubleshooting steps that need to be performed more than one attempt.

Currently, our Product Developers are currently working on releasing a permanent fixed for this. As soon as updates are available, this will be applied directly to your account. In the meantime, please follow the work-around provided by my colleague, @LilyC.

For you to be added on the affected user’s list, I’d recommend contacting our Customer Care Team. Rest assured, you’ll receive an email notifications once updates are available.

Here’s how to contact us:

Go to: https://help.quickbooks.intuit.com/en_US/contact.
Choose your QuickBooks Product.
Select your QuickBooks version.
On the Contact Us page, click a topic.
Click on the Get Phone Number button to see the support number.

Updates about this ongoing concern will also be posted through this thread. We appreciate your patience while we continue working on this. I’ll be around if there’s anything else you need.

D

dso0216

Just attempted a manual download to QBO and no luck still get an error message. Any idea when this will be fixed?

AlcaeusF

Level 14

Hello there, dso0216.

I appreciate you for joining this thread here in the Community. I'm here to assist you with your AMEX bank concern.

Let's start the troubleshooting steps by performing the manual update again through a private browser. I'm adding the shortcut keys below depending on the browser you're using:

Google Chrome, press CTRL + Shift + N
Mozilla Firefox: press CTRL + Shift + P
Internet Explorer: press CTRL + Shift + P
Safari: press Command + Shift + N

I also want to know what specific error code/message you encounter when you run the manual update on your end. I need to check if there are reported issues from other users as well.

Since it's happening since February, I recommend reaching out to our Support Specialists. One of them will need to check your account and perform necessary actions for your issue.

You can reach them through these steps:

Click the Help option in the upper-right corner.
Select Contact us.
Enter the necessary information.
Choose a way to connect.

In the meantime, you can upload your transactions manually using the WebConnect feature. For the detailed steps, you can visit the article below:

How to upload more than 90 days of bank transactions.

In case the connection with your bank gets back, you can exclude transactions that are already on the QuickBooks system to avoid duplicates.

Please don't hesitate to reach out to me if you need additional assistance concerning your AMEX bank. I'm always available here in the Community.

L

leenga

I'll make sure to get your bank up to date, busybeeslocksmith.

Is there an error when you download the transactions? If so, you can search for that specific error in our support site to get the corresponding troubleshooting steps.

But if there's no error, I'd suggest manually updating your bank. This will refresh the connection between your bank and QBO.

Here's how:

Click Banking on the left menu.
Select your Amex account.
Click the Update button in the upper right-hand corner.
Wait until you receive a notification that the update is complete.

If this doesn't work, you can refer to this article for more troubleshooting steps: Fix Online Banking Errors in QuickBooks Online (QBO).

If you've tried all of these steps and got the same result, it would be best to contact us. We have more tools to check why you're still getting the same issue and help you fix it. To get our contact number, click the Help icon in the upper right-hand corner. From there, click the Contact Us button and enter your concern in the description box.

I appreciate your patience on this. Do let me know if there's anything else I can help you with.

So is the Amex issue still ongoing?

I'm trying to add a new Personal American Express Card to quickbooks online. I get to "connect an account" and I sign in. It says "connecting to American Express" and then brings me right back to the "Sign in to Account" screen.

R

Rasa-LilaM

QuickBooks Team

Thanks for joining this thread, dKeast.

This isn’t what I want for you using online banking feature. I checked with my resources, and we already have corrected connection issue with Amex.

Since you’re still unable to receive transactions automatically, I'll help by performing some basic troubleshooting steps. Let’s start by logging in to your account in a private browsing or incognito window.

It allows you to surf the net without saving any of the data. Here are the shortcut keys for each browser:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Internet Explorer: press Ctrl + Shift + P
Safari: press Command + Shift + N

If you continue to experience the same issue, update the bank sign-in info. I’ll walk you through the steps.

On the left panel, go to the Banking tab and choose the Banking option.
Select your Amex account, then click on the Pencil icon.
Choose Edit sign-in info and input your bank website ID and password.
Click on Save and connect.

QuickBooks will try to connect with your bank to verify the information. However, if none of these steps work, I recommend contacting our QBO Care Team.

They can help check the connection between QuickBooks and Amex. If necessary, they’ll perform a screen-sharing with you to determine where the issue is stemming from.

This should get you on the right track. Please let me know how the call goes by leaving a comment below. I want to make sure this is taken care of.

Adrian_A

Level 8

Our engineers are working with your bank to fix this issue, AH6.

What we can do for now is to upload your transactions manually. First, you'll have to log in to your bank's website and download any Webconnect file such as the following:

Comma-Separated Values (CSV)
QuickBooks Online (QBO)
Quicken (QFX)
Microsoft Money (OFX)

Then, please follow these steps to upload the transactions:

From the Banking page, click on the drop-down arrow and select File upload.
Click Browse, then choose the file.
Choose your AMEX bank account.
Click on Next until you're done uploading the file.

Afterward, go to the For Review tab to review them. From there, you can start matching or adding them to post in the register.

Please let me know if you have other concerns with your bank transactions. I'm here to help you out.

J

Jeffarino

I am using Quickbooks Pro 2017 Desktop Edition and your instructions don't match up. Please fix the automatic import function and/or provide me with accurate instructions. Thanks.

R

Ryan_M

Moderator

Good day @Jeffarino,

Allow me to join this conversation and assist with updating your bank feeds.

While waiting for the automatic import function to be back up, you have the option to import web connect (.QBO) files.

Let me show you how:

From the QuickBooks File menu, select Utilities > Import >Web Connect Files.
Select the QBO file you saved, then select Open.
When prompted to Select Bank Account, select:
- Use an existing QuickBooks account if the account you are importing the transactions into is already set up in QuickBooks.
- Create a new QuickBooks account if the account you are importing the transactions into is not yet in QuickBooks. Type a name.
Select Continue. You should see a dialogue box telling you that the data has been successfully read into QuickBooks. Select OK.
Go to the Bank Feeds Center to review your transactions.

A quick heads-up though, we've been advised that AMEX is still working on their website at this time and there's no estimated completion date. This is the cause why their customers are unable to download web connect files from their website.

In case you need to troubleshoot Bank Feeds Web Connect import issues and errors, the link I provided contains causes of these possible errors and the steps on how you can deal with them.

Please feel free to leave a comment below if you have any other questions in mind. I'll be here to provide further assistance.

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